Job Description Director of Customer Experience & Success \n Salary: £100,000 £120,000 per annum \n Location: Peterborough – Full-Time, Office-Based \n Job Type: Full-Time, Permanent \n About Trade Mastermind \n Trade Mastermind is a leading UK business education and coaching organisation supporting ambitious business owners to build stronger, more profitable and scalable businesses. \n Through our Academy programmes, business mentoring, live training, events and specialist support, we provide business owners with the knowledge, guidance and practical tools they need to achieve meaningful and sustainable growth. \n As we continue to grow, we are looking to appoint an experienced Director of Customer Experience & Success to take overall ownership of the experience, engagement and success of our customers. \n This is a senior leadership position with a clear purpose: to ensure our clients don't simply complete a programme, but receive exceptional support, remain engaged and achieve measurable results within their businesses. \n The Role \n We already have a strong ecosystem supporting our customers including structured courses, business mentors, live training, events and ongoing support. \n We are now looking for one senior leader to bring these elements together and develop a clear, measurable Customer Success strategy. \n As Director of Customer Experience & Success, you will take ownership of the entire participant journey, from onboarding and initial engagement through to ongoing development, retention and long-term success. \n You will review how we currently support our clients, identify gaps and opportunities for improvement, and introduce a clear framework for measuring engagement, progress and customer outcomes. \n A key priority will be understanding what success actually looks like for Academy members. You will establish meaningful measures that help us identify who is progressing, who is engaging with the support available and, importantly, who may require additional intervention. \n A Highly Hands-On Leadership Role \n This is not a role that will be managed from behind a desk or through reports alone. \n We are looking for someone who wants to be close to our customers. \n You will regularly speak directly with Academy members, understand their businesses, listen to their challenges and gain first-hand insight into their experience with Trade Mastermind. \n You will also be comfortable personally managing complex or sensitive customer situations when senior-level involvement is needed. \n These conversations, combined with customer data and feedback, will enable you to identify patterns and make strategic improvements to the wider Academy experience. \n Customer Success Strategy & Measurement \n An important part of this appointment will be bringing greater structure and visibility to Customer Success. \n You will develop meaningful KPIs around areas such as customer engagement, programme utilisation, progression, satisfaction, retention and measurable business outcomes. \n Working closely with our Business Mentors, Trainers and wider leadership team, you will assess the effectiveness of the support we provide and ensure that our courses, mentoring and services work together as one cohesive customer journey. \n You will provide the CEO and Executive Leadership Team with clear insight into customer performance, emerging challenges and opportunities to improve the participant experience. \n Ultimately, we want to be able to clearly understand how our participants are progressing, what results they are achieving and what we can do to help them become even more successful. \n About You \n We are looking for an accomplished Customer Experience or Customer Success leader who has previously taken ownership of a significant customer journey and understands how to turn customer insight into measurable improvements. \n You may currently be operating as a Director of Customer Success, Customer Experience Director, Head of Customer Success, Client Experience Director, Member Experience Director or in a comparable senior leadership position. \n You will understand customer engagement, retention and lifecycle management and have experience developing meaningful Customer Success measures and KPIs. \n Strong commercial awareness will be important. You should understand the relationship between customer outcomes, engagement, retention, advocacy and long-term customer value. \n Just as importantly, you will be an exceptional communicator who genuinely enjoys speaking with customers. You will be confident handling challenging conversations, solving problems and building trusted relationships with business owners. \n We are particularly interested in people who can operate at two levels: strategically enough to build the Customer Success function and practically enough to remain directly involved with our participants. \n Experience within business education, coaching, training
Director of Customer Experience & Success in Huntingdon employer: Trade Mastermind
Trade Mastermind is an exceptional employer that fosters a dynamic and supportive work culture, where innovation and collaboration are at the forefront. Located in Peterborough, employees benefit from a vibrant community atmosphere, ample opportunities for professional development, and the chance to make a meaningful impact on the success of ambitious business owners. With competitive salaries and a commitment to employee growth, Trade Mastermind stands out as a rewarding place to build a career.
